Service Manager has different classes of work items for which SLAs can be configured. This recipe will show how to set up SLA management for the Service Request class scoped to Implementation Time.
Be familiar with the following recipes:
We will refer to the previous recipes. The main change is to ensure the work item class, where referenced, is changed to target the Service Request class, as shown in the following screenshot:
Perform the following recipes in this order:
Ensure that during the creation, the class is changed to Service Request. This will give you a different choice of priority for Service Requests. With incidents, you specified a numeric value. With Service Requests, use the drop-down selection list to choose the priority of Low, Medium, High, or Immediate:
For each SLO, you will need to supply a target and warning threshold value. The following table shows common values that can be used, but should reflect your organization's specifically defined requirements and/or agreements with your customers:
Priority |
Target |
Warning threshold |
Immediate |
9 hours |
6 hours |
High |
45 hours |
33 hours |
Medium |
90 hours |
67 hours |
Low |
180 hours |
180 hours |
By defining the different parts that make up your organization's requirements and tying them together with a SLO, Service Manager now enables you to model your SLA requirements and keep track of how the service is performing. This recipe provides steps to implement Service Request specific SLAs using the unique properties of the service request process.
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